Support/Goals/2011Q4

Desktop

[AT RISK] Establish process for prioritizing user issues to get developer attention [Cww] Here is the current process proposal
[DONE] Work with product and engineering teams to get worked started on Fix profile feature Project Plan [Michael]
[MISSED] Work with product and engineering teams to get worked started on Super Reload feature Project Plan [Michael]
[MISSED] Work with product and engineering teams to get worked started on Network Down feature Project Plan [Michael]
[MISSED] Work with engineering to collect data on broken installs Project Plan [Michael]

[DONE] Establish strategy and implement support for Firefox on tablets [Michelle] Tablet_Support
[DONE] Provide self-service content for all top privacy issues for mobile Firefox [Michelle] Mobile_Privacy_Support
[DONE] Reduce the weekly unanswered mobile questions by 50% [Michelle] Mobile_Unanswered_Questions
[DONE] Grow local meetup group (double the size of membership from 17 to 34) and host three events (Oct 5th, Nov 2nd, Dec 7th) [Michelle] Android_Meetup_Growth

[MISSED] Implement marketplace support changes in SUMO [Ibai] Project plan
- Based on the research and plans defined in Q3. Set up the foundation of the Marketplace support with the required SUMO features and content.
- Content creation is deferred to Q1 once the final UX/UI is finalized.
[MISSED] Define and deploy e-mail support ticket system [Ibai] Project plan
- Define basic policies and processes
- Deploy ticket system
- Hire support staff (contractor)

[DONE] Put out two more 6-weekly reports and follow through on those insights with QA, development, product teams [Ibai/Cww/Michelle]
[ON TRACK] Implement P1 metrics from metrics discussion [Cww]
- Presentation of Reads
- Traffic for Forum alone

[MISSED] Rollout Karma, explain to community what Karma is, how it works, how it benefits them and our users [Kadir] [Project Plan]
[DONE] Participate in MozCamp Europe/Asia [Kadir] Project Plan
[DONE] Install SUMO Special interest group at REMO. Officially set up the group, define requirements, expectations etc [Michelle/Ibai] [SUMO SIG]
[ON TRACK] Make community feel more friendly [Michelle/Kadir/Cheng/Michael] SUMO fun
[DONE] Launch activities to increase awareness of SUMO among MoCo employees and increase participation [Michelle/Michael] MOCO and SUMO
[MISSED] Increase number of committed knowledge base contributors by 3 [Michelle/Michael] Project Plan
- Improve automated feedback and processes to welcome new contributors
- Increase outreach to new editors
- Continue KB editors meeting and invite new editors to join
[DONE] Promote 2 knowledge base contributors to reviewers [Michelle/Michael] Project Plan
- Document reviewer tasks more clearly
[DONE] Let people log-in to Verbatim without having to send in a signed contributors agreement [Kadir] [Project Plan]

[NEW] Support development and implementation of KB taxonomy and other UX improvements [Michael] Project Plan